Frequently Asked Questions (FAQ)
Here you’ll find answers to our most commonly asked questions. If you can't find what you're looking for, please don’t hesitate to get in touch with our friendly team!
Delivery & Shipping
1. Where do you deliver to?
We currently deliver to all addresses within the United Kingdom (England, Scotland, Wales, and Northern Ireland). At the moment, we do not ship internationally.
2. What are your delivery charges?
We are delighted to offer free standard delivery on all UK orders
3. How long will my order take to arrive?
Orders are typically processed within 1-2 working days. Standard delivery then takes an additional 3-7 working days to arrive. You will receive an email notification once your order has been dispatched.
4. How can I track my order?
Once your order is on its way, you'll receive a dispatch confirmation email containing a tracking number and a link to the courier’s website. You can use this to follow your parcel's journey.
Our Products
1. How do I choose the right size bed for my pet?
Getting the right size is key to a comfy pet! We recommend measuring your pet while they are in their favourite sleeping position (e.g., curled up or stretched out) and comparing those measurements to the internal dimensions provided on each product page. Our size guides also offer breed examples, but as all pets are different, measuring is the most accurate way.
2. How should I care for my Dwellza pet bed?
Most of our pet beds are machine washable for your convenience. Please check the specific care instructions on the product label or the product page on our website. Many of our beds arrive vacuum-packed; please allow 24-48 hours for the bed to fully expand and regain its shape.
3. Are your dog toys indestructible?
While our toys are designed for durability and built to last, no dog toy is completely indestructible. The lifespan of a toy depends on the individual dog's chewing habits. We strongly recommend supervising your pet during playtime and regularly inspecting their toys for any signs of wear and tear.
4. What materials are your products made from?
We prioritise your pet's safety and comfort. Our products are made from high-quality, pet-safe materials such as 100% natural cotton for our rope toys and plush, non-toxic faux fur and polycotton fillings for our beds. Specific material information can be found on each product's page.
Returns & Refunds
1. What is your returns policy?
We hope you and your pet love your Dwellza products, but if something isn't quite right, we are happy to help. We offer a 30-day return policy for items that are unused, in their original condition, and in their original packaging.
2. How do I make a return?
To start a return, please get in touch with our friendly team at hello@dwellza.co.uk with your order number and the reason for the return. We will then guide you through the next steps.
3. What if my item arrives faulty or damaged?
We're very sorry if this happens! We take great care in packaging our products, but if your item arrives damaged or faulty, please contact us straight away at hello@dwellza.co.uk with a photo of the issue. We will arrange for a replacement or a full refund for you as quickly as possible.
About Dwellza
1. Where is Dwellza based?
We are a proud British brand, founded by pet lovers just like you! We are based in Brighton, UK.